Claim not paid

I've got a policy with two Mountain from 2002.04.25 and payment records is good , on the 04.05.2023 i send claim documents to "***" and "Info" <***> they did not respond me then i called the call centre had to wait for 1 in order to speak to an agent they told me that they did not recieved my claim documents then i asked for email address for an agent that i was speaking to so that i can forward an email to her *** she confirmed that she received her documents and she will send to claims . on the 11.05.2023 got an sms that the claim has been received for assessment .Kindly note that we currently have high volume of claims your claim is receiving attention . even now i havent received any feedback. today i got an sms of R100 airtime. Funeral claims are suppose to be paid before the funeral takes place but on two mountain the service is bad